Additional child not showing up in app

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  • Updated 11 months ago
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Archived and Closed

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We started sponsoring a second child and the payment has been deducted from our account and we wrote a letter at time of sign up, about 30 days ago. The child is still not showing up in the app.
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traci

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Posted 11 months ago

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Sarah Heacock Schreffler

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Does the child show up when you log in to your account through a web browser? If so, for the old app, you need to log off and log back in for new children to show up.  The new app should fix this.  If not, it is possible a new account was created for the child and the social media ladies need to combine accounts.
(Edited)
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Traci! I actually only see Asmao on your account at the moment. Do you know the ID for the child who you don't see on the app?
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traci

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The child ID is H0036900027 The money was taken out last month. I have logged out and back into the app and using a web browser to no avail.
Thanks for your help
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Traci! I am so sorry for the confusion with Frediveldo not showing on your app. Thank you so much for giving me his child ID as I was able to find him :). We actually have his sponsorship set up under an account in only Michael's name. Because the name was different than the account under both you and Michael, a second account was created when Frediveldo's sponsorship was processed. I will go ahead and have these accounts merged together under the sponsor number you have the app set up for. This should take just a few days to be done. Once that happens, you should be able to log out of the app and log back in to see Frediveldo on the app as well :).
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traci

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Good Morning, Not sure how long of a process this is, but we still do not see Frediveldo.  Would you please follow up to be certain the accounts are being merged? We are anxious to learn more about him and start writing to him. 
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Susan, Sponsor and Donor Relations, Social Media

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Traci, I apologize for the delay as we are still in the process of merging these accounts for you. Typically, these types of requests take one to two weeks. Thank you for your patience.

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